ProProfs Knowledge Base Review

It provides advanced authoring, enterprise security, and workflow approval.

What is most valuable?

Some of the key features which made me choose this tool are: advanced authoring, enterprise security, premium support and workflow approvals.

How has it helped my organization?

Before implementing ProProfs knowledgebase, my support team were constantly under pressure to meet client expectations. They would have to review and resolve some of the common problems time and again, which hampered their productivity immensely.

After using the ProProfs knowledge management tool, customer tickets have gone down drastically (by almost 35%) and my support team have become more productive and less stressed.

What needs improvement?

It would be a good idea if an app version of this tool is available.

For how long have I used the solution?

I have been using this tool for the past 18 months.

What was my experience with deployment of the solution?

We have not encountered any deployment issues, as such; some minor glitches but the ProProfs customer support team resolved them quickly.

What do I think about the stability of the solution?

We have not yet encountered any stability issues.

What do I think about the scalability of the solution?

We have not yet encountered any scalability issues.

How are customer service and technical support?

Customer Service:

Customer service is 8.5 out of 10.

Technical Support:

Technical support is 9 out of 10.

Which solution did I use previously and why did I switch?

I was using Zendesk in the past and decided to shift to ProProfs knowledge base after I encountered technical issues.

How was the initial setup?

The initial set up was not complex. In fact, the ProProfs team ensured that all my queries were take care of on priority without impacting my operations.

What about the implementation team?

It was an in-house implementation.

What was our ROI?

In the next two years, I am eyeing to achieve 50% growth in revenue.

What's my experience with pricing, setup cost, and licensing?

The pricing is affordable. In fact, it suits a small organisation perfectly.

Which other solutions did I evaluate?

I have checked out Help Desk, Freshdesk and Groove.

What other advice do I have?

Since ease of use and flexibility were two key areas of concern for me, ProProfs knowledgebase ensured that it were taken care of

**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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